Corporate report
HMRC monthly performance update: September 2019
Updated 7 November 2019
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| In-month | Apr-18 | May-18 | Jun-18 | Jul-18 | Aug-18 | Sep-18 | Oct-18 | Nov-18 | Dec-18 | Jan-19 | Feb-19 | Mar-19 | Apr-19 | May-19 | Jun-19 | Jul-19 | Aug-19 | Sep-19 | Oct-19 | Nov-19 | Dec-19 | Jan-20 | Feb-20 | Mar-20 | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Number of customers using Personal Tax Account. m's (In-month) | 0.3 | 0.3 | 0.3 | 0.6 | 0.4 | 0.4 | 0.3 | 0.2 | 0.3 | 0.4 | 0.3 | 0.3 | Not set | 0.3 | 0.3 | 0.3 | 0.4 | 0.3 | 0.3 | Not set | Not set | Not set | Not set | Not set | Not set |
| % Overall Customer Satisfaction - Digital Services (In-month) | 78.40% | 78.90% | 79.60% | 82.10% | 80.30% | 80.70% | 79.80% | 80.60% | 81.50% | 81.50% | 80.50% | 80.50% | Not set | 77.60% | 79.10% | 81.40% | 81.90% | 81.10% | 81.10% | Not set | Not set | Not set | Not set | Not set | Not set |
| iForms received (In month) | 153,917 | 132,116 | 149,290 | 134,672 | 160,827 | 156,254 | 118,488 | 120,342 | 78,962 | 136,472 | 136,230 | 170,342 | Not set | 231,871 | 216,026 | 150,206 | 165,827 | 188,274 | 172,297 | Not set | Not set | Not set | Not set | Not set | Not set |
| % iForms Turnaround in 7 Days (In-month) | 97.40% | 97.00% | 94.60% | 95.00% | 91.00% | 84.20% | 96.90% | 97.00% | 95.30% | 91.90% | 94.50% | 96.30% | Not set | 78.00% | 87.90% | 93.00% | 89.00% | 90.90% | 89.00% | Not set | Not set | Not set | Not set | Not set | Not set |
| Average Speed of Answer (In-month) (mm:ss) | 05:09 | 04:52 | 04:42 | 04:47 | 04:42 | 05:41 | 05:04 | 05:20 | 05:35 | 05:37 | 06:27 | 05:21 | Not set | 09:17 | 10:48 | 06:50 | 06:17 | 05:57 | 07:02 | Not set | Not set | Not set | Not set | Not set | Not set |
| % of customer calls waiting more than 10 mins (In-month) | 17.10% | 18.50% | 15.20% | 14.30% | 16.20% | 24.00% | 19.10% | 20.50% | 23.60% | 24.00% | 29.00% | 18.30% | Not set | 47.70% | 58.40% | 30.20% | 27.10% | 26.10% | 32.00% | Not set | Not set | Not set | Not set | Not set | Not set |
| Number of calls received (In-month) | 3,855,064 | 4,017,428 | 3,660,001 | 4,118,127 | 3,537,209 | 3,482,466 | 3,402,255 | 3,142,544 | 2,445,290 | 4,540,016 | 3,294,215 | 3,197,378 | Not set | 4,465,207 | 4,341,314 | 3,505,650 | 4,339,038 | 3,231,526 | 3,658,633 | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts (In-month) | 1,400,072 | 1,656,098 | 2,005,703 | 2,024,839 | 1,614,472 | 1,342,463 | 1,466,977 | 1,820,389 | 1,290,320 | 1,245,184 | 1,450,625 | 1,712,071 | Not set | 1,354,836 | 1,705,166 | 1,516,510 | 2,055,951 | 1,702,076 | 1,364,676 | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts where customers require a response (In-month) | 1,066,502 | 1,191,366 | 1,231,722 | 1,079,346 | 1,195,200 | 1,015,222 | 1,031,480 | 1,239,595 | 1,057,359 | 990,049 | 1,163,278 | 1,343,008 | Not set | 1,092,412 | 1,308,815 | 1,032,436 | 1,225,047 | 1,097,522 | 910,662 | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 15 working days of receipt (In-month) | 73.70% | 71.90% | 72.30% | 81.40% | 87.50% | 90.90% | 91.40% | 88.90% | 70.10% | 76.20% | 60.00% | 59.50% | Not set | 51.90% | 51.50% | 56.30% | 60.70% | 73.90% | 83.10% | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 40 working days of receipt (In-month) [1] | 96.60% | 95.60% | 95.40% | 96.20% | 97.70% | 98.80% | 98.90% | 99.00% | 99.30% | 99.40% | 98.50% | 84.60% | Not set | 81.20% | 75.20% | 74.50% | 84.40% | 92.10% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (UK) [1] | 12.6 | 12.3 | 11.4 | 11.3 | 11 | 12.7 | 12.5 | 12.6 | 13.2 | 13 | 11.3 | 11.1 | Not set | 10.6 | 10.2 | 11.3 | 10.7 | 12.9 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (International) [1] | 72.4 | 57.3 | 59.9 | 56.4 | 55.2 | 56.3 | 54.2 | 58.5 | 61.3 | 81 | 72.4 | 56.4 | Not set | 61 | 63.9 | 68.9 | 56.4 | 59.1 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 number of complaints received (In-month) | 6,583 | 6,742 | 6,030 | 6,321 | 6,198 | 5,686 | 6,065 | 5,768 | 4,540 | 6,471 | 5,680 | 5,554 | Not set | 5,672 | 5,682 | 5,035 | 5,743 | 5,363 | 5,036 | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % fully upheld (In-month) | 36.30% | 35.00% | 36.10% | 36.10% | 37.00% | 34.10% | 34.00% | 33.90% | 34.90% | 37.30% | 36.40% | 36.40% | Not set | 33.80% | 37.00% | 36.60% | 40.10% | 38.60% | 37.80% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % partially upheld (In-month) | 15.90% | 15.00% | 15.80% | 17.00% | 16.80% | 16.90% | 17.20% | 16.90% | 15.70% | 16.30% | 15.70% | 17.10% | Not set | 16.10% | 15.70% | 16.90% | 15.50% | 16.50% | 16.70% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1% not upheld (In-month) | 47.80% | 50.10% | 48.10% | 46.90% | 46.20% | 49.10% | 48.70% | 49.20% | 49.40% | 46.50% | 47.90% | 46.50% | Not set | 50.00% | 47.40% | 46.60% | 44.40% | 44.90% | 45.50% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 number of complaints received (In-month) | 420 | 437 | 514 | 477 | 429 | 374 | 474 | 506 | 338 | 413 | 419 | 408 | Not set | 370 | 329 | 315 | 349 | 310 | 300 | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % fully upheld (In-month) | 17.00% | 17.50% | 18.30% | 21.30% | 22.10% | 20.80% | 20.30% | 17.70% | 18.40% | 20.60% | 17.90% | 17.70% | Not set | 17.30% | 27.30% | 22.90% | 22.80% | 26.30% | 21.60% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % partially upheld (In-month) | 21.30% | 21.30% | 17.60% | 17.00% | 20.30% | 23.40% | 22.00% | 21.90% | 25.40% | 20.40% | 25.60% | 25.60% | Not set | 27.80% | 25.50% | 25.60% | 28.80% | 28.90% | 25.50% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2% not upheld (In-month) | 61.70% | 61.20% | 64.10% | 61.80% | 57.60% | 55.80% | 57.70% | 60.30% | 56.10% | 59.00% | 56.50% | 56.80% | Not set | 54.90% | 47.10% | 51.50% | 48.40% | 44.80% | 52.90% | Not set | Not set | Not set | Not set | Not set | Not set |
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| Year-to-date (YTD) | Apr-18 | May-18 | Jun-18 | Jul-18 | Aug-18 | Sep-18 | Oct-18 | Nov-18 | Dec-18 | Jan-19 | Feb-19 | Mar-19 | Not set | Apr-19 | May-19 | Jun-19 | Jul-19 | Aug-19 | Sep-19 | Oct-19 | Nov-19 | Dec-19 | Jan-20 | Feb-20 | Mar-20 |
| Number of customers using Personal Tax Account. m's (Total-to-date) | 15.3 | 15.6 | 16 | 16.5 | 17 | 17.3 | 17.6 | 17.9 | 18.1 | 18.5 | 18.8 | 19.1 | Not set | 19.4 | 19.6 | 19.9 | 20.4 | 20.6 | 21 | Not set | Not set | Not set | Not set | Not set | Not set |
| % Overall Customer Satisfaction - Digital Services (YTD) | 78.40% | 78.60% | 78.90% | 79.90% | 79.90% | 80.00% | 80.00% | 80.10% | 80.20% | 80.40% | 80.40% | 80.40% | Not set | 77.60% | 78.40% | 79.50% | 80.20% | 80.40% | 80.50% | Not set | Not set | Not set | Not set | Not set | Not set |
| iForms received (YTD) | 153,917 | 286,033 | 435,323 | 569,995 | 730,822 | 887,076 | 1,005,564 | 1,125,906 | 1,204,868 | 1,341,340 | 1,477,570 | 1,647,912 | Not set | 231,871 | 447,897 | 598,103 | 763,930 | 952,204 | 1,124,501 | Not set | Not set | Not set | Not set | Not set | Not set |
| % iForms Turnaround in 7 Days (YTD) | 97.40% | 97.20% | 96.30% | 96.00% | 94.90% | 93.00% | 93.50% | 93.80% | 93.90% | 93.70% | 93.80% | 94.10% | Not set | 78.00% | 82.80% | 85.30% | 86.10% | 87.10% | 87.40% | Not set | Not set | Not set | Not set | Not set | Not set |
| Average Speed of Answer (YTD) (mm:ss) | 05:09 | 05:00 | 04:55 | 04:53 | 04:51 | 04:58 | 04:59 | 05:01 | 05:04 | 05:08 | 05:14 | 05:14 | Not set | 09:17 | 10:03 | 09:00 | 08:12 | 07:47 | 07:40 | Not set | Not set | Not set | Not set | Not set | Not set |
| % of customer calls waiting more than 10 mins (YTD) | 17.10% | 17.80% | 17.00% | 16.30% | 16.30% | 17.40% | 17.70% | 18.00% | 18.40% | 19.00% | 19.80% | 19.70% | Not set | 47.70% | 53.20% | 45.60% | 40.20% | 37.60% | 36.70% | Not set | Not set | Not set | Not set | Not set | Not set |
| Number of calls received (YTD) | 3,855,064 | 7,872,492 | 11,532,493 | 15,650,620 | 19,187,829 | 22,670,295 | 26,072,550 | 29,215,094 | 31,660,384 | 36,200,400 | 39,494,615 | 42,691,993 | Not set | 4,465,207 | 8,806,521 | 12,312,171 | 16,651,209 | 19,882,735 | 23,541,368 | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts (YTD) | 1,400,072 | 3,056,170 | 5,061,873 | 7,086,712 | 8,701,184 | 10,043,647 | 11,510,624 | 13,331,013 | 14,621,333 | 15,866,517 | 17,317,142 | 19,029,213 | Not set | 1,354,836 | 3,060,002 | 4,576,512 | 6,632,463 | 8,334,539 | 9,699,215 | Not set | Not set | Not set | Not set | Not set | Not set |
| Post Receipts where customers require a response (YTD) | 1,066,502 | 2,257,868 | 3,489,590 | 4,568,936 | 5,764,136 | 6,779,358 | 7,810,838 | 9,050,433 | 10,107,792 | 11,097,841 | 12,261,119 | 13,604,127 | Not set | 1,092,412 | 2,401,227 | 3,433,663 | 4,658,710 | 5,756,232 | 6,666,894 | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 15 working days of receipt (YTD) | 73.70% | 72.80% | 72.60% | 74.70% | 77.30% | 79.40% | 81.00% | 82.00% | 80.80% | 80.40% | 78.50% | 76.60% | Not set | 51.90% | 51.70% | 53.10% | 55.10% | 58.70% | 62.00% | Not set | Not set | Not set | Not set | Not set | Not set |
| % of post received by HMRC that has been cleared within 40 working days of receipt (YTD) [1] | 96.60% | 96.10% | 95.80% | 95.90% | 96.30% | 96.70% | 97.00% | 97.20% | 97.50% | 97.60% | 97.70% | 96.40% | Not set | 81.20% | 77.90% | 76.90% | 78.90% | 81.40% | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (UK) (YTD) [1] | 12.6 | 12.4 | 12.1 | 11.8 | 11.7 | 11.8 | 11.9 | 12 | 12.1 | 12.1 | 12.1 | 12 | Not set | 10.6 | 10.4 | 10.7 | 10.7 | 11.2 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| No of days new tax credit and child benefit claims handled (International) (YTD) [1] | 72.4 | 64.8 | 63.1 | 61.4 | 60.1 | 59.4 | 58.6 | 58.6 | 58.8 | 61.2 | 62.1 | 61.5 | Not set | 61 | 62.7 | 64.7 | 62.6 | 62 | Not set | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 number of complaints received (YTD) | 6,583 | 13,325 | 19,355 | 25,676 | 31,874 | 37,560 | 43,625 | 49,393 | 53,933 | 60,404 | 66,084 | 71,638 | Not set | 5,672 | 11,354 | 16,389 | 22,132 | 27,495 | 32,531 | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % fully upheld (YTD) | 36.30% | 35.60% | 35.80% | 35.90% | 36.10% | 35.80% | 35.50% | 35.30% | 35.30% | 35.50% | 35.50% | 35.60% | Not set | 33.80% | 35.40% | 35.70% | 37.00% | 37.30% | 37.40% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1 % partially upheld (YTD) | 15.90% | 15.40% | 15.60% | 15.90% | 16.10% | 16.20% | 16.30% | 16.40% | 16.40% | 16.30% | 16.30% | 16.40% | Not set | 16.10% | 15.90% | 16.20% | 16.00% | 16.10% | 16.20% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 1% not upheld (YTD) | 47.80% | 49.00% | 48.70% | 48.20% | 47.80% | 48.00% | 48.10% | 48.30% | 48.40% | 48.20% | 48.20% | 48.00% | Not set | 50.00% | 48.70% | 48.10% | 47.10% | 46.60% | 46.40% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 number of complaints received (YTD) | 420 | 857 | 1,371 | 1,848 | 2,277 | 2,651 | 3,125 | 3,631 | 3,969 | 4,382 | 4,801 | 5,209 | Not set | 370 | 699 | 1,014 | 1,363 | 1,673 | 1,973 | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % fully upheld (YTD) | 17.00% | 17.20% | 17.60% | 18.80% | 19.40% | 19.60% | 19.70% | 19.40% | 19.40% | 19.50% | 19.40% | 19.20% | Not set | 17.30% | 22.40% | 22.60% | 22.60% | 23.30% | 23.00% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2 % partially upheld (YTD) | 21.30% | 21.30% | 20.00% | 19.00% | 19.30% | 19.90% | 20.20% | 20.50% | 20.90% | 20.90% | 21.20% | 21.60% | Not set | 27.80% | 26.70% | 26.30% | 27.00% | 27.30% | 27.00% | Not set | Not set | Not set | Not set | Not set | Not set |
| Tier 2% not upheld (YTD) | 61.70% | 61.40% | 62.40% | 62.20% | 61.20% | 60.50% | 60.00% | 60.10% | 59.70% | 59.70% | 59.40% | 59.20% | Not set | 54.90% | 50.90% | 51.10% | 50.40% | 49.40% | 49.90% | Not set | Not set | Not set | Not set | Not set | Not set |
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| [1] Data is lagged by a month. | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set | Not set |